How can I get my vet staff to come to work after-hours events?January 2, 2017My veterinary practice participates in lots of community events throughout the year. We’re at the local dog park, at pet shows, charity events and basically anything we find where we can promote responsible pet ownership and at the same time raise awareness of our practice.
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What to do about cliques in the veterinary practiceDecember 19, 2016I took on a practice management role a few months ago in a hospital with about 40 employees. The former practice manager (let’s call her Jane) is still working there, but in a different role. It was her decision to step down from the PM role and she is now the Client Relations Manager.
Veterinary Confessions: I had no idea what my employees were telling clientsDecember 13, 2016Because veterinarians go from one patient to the next, few understand the quality of service that their front-line team provides to clients.
9 ways to show thanks to your vet staff and clientsDecember 12, 2016Anytime is a great time to tell clients and employees “Thank you,” but doing it during the holidays is a particularly special moment. The words can be powerful and make a lasting impact because they leave the receiver feeling valued and appreciated.
I suspect an employee is stealing. What do I do?December 8, 2016A long-standing team member alerted me to this last week, when she noticed the amount of cash in the register didn’t reconcile with our daily report, and some over the counter items are no longer on the shelf, but we have no record of them being sold.
How to overcome resistance to change: Hold effective team meetingsDecember 1, 2016A veterinary team member writes: I work in a practice that I know has great potential; however, there are people who work there who deliberately find any reasons they can to oppose change.They don’t even try to implement the changes. We’ve held a number of meetings, but they have no agenda and there are never any outcomes. I don’t know how to approach this issue.
How to handle time off requests during the holiday seasonNovember 22, 2016 A veterinary practice owner writes: For the first time since purchasing my practice, I am having problems with requests for time off during the holiday season. We are a relatively small team and have a simple "first come, first served" policy, and this has worked very well until this year. The first person to request time off during the Christmas and New Year period has traditionally been approved for annual leave. However, one particular veterinarian has become really pushy about getting her leave approved. Of the three doctors in the practice, she is the only one with young children and I feel like she is using this an excuse, saying she has to be at home during school holidays. She had Christmas and Easter off last year, and she has requested to have Christmas this year off, too. She made the request in January, and about a month ago the other veterinarians started to complain that they can't get any days off around Christmas this year. How do I approach this and what can I do? There is not much you can do — not this year, anyway. …
How do I deal with a negative employee?November 11, 2016I have a negative employee in my practice. She is a good vet tech, but she is very critical of everything in the practice, from equipment, to the condition of the building, to some clients and our processes.
My practice manager lied on her resumeNovember 2, 2016I had a fantastic practice manager working with me for many years. She went on maternity leave and decided to stay at home with her kids for longer than anticipated, so I had to replace her.
The no. 1 way to lose clients? DisrespectNovember 1, 2016Veterinary practices strive to stay busy. We’re driven by the need to help more patients. In order to keep on seeing more patients, we have to pay overhead costs, provide attractive staff salaries and earn a profit.
